AI customer support agent features & capabilities compared: Tawk vs. Zendesk AI
Tawk and Zendesk AI are both AI customer support platforms designed to deflect support tickets and enhance customer service efficiency. Tawk offers a cost-effective solution with a pricing structure of $20 per 1,000 tickets or chats, making it accessible to a wide range of businesses. Its usage tiers include Hobby (100 messages per month), Growth (1,000 messages per month), and Enterprise (20,000 messages per month). Key features of Tawk include human handover, analytics and insights, and email lead capture, although it does not provide an AI email assistant.
In contrast, Zendesk AI positions itself at a higher price point of $495 per 1,000 tickets or chats, reflecting its more advanced feature set. Zendesk AI's pricing is based on the features used rather than fixed usage tiers, offering flexibility tailored to specific business needs. It includes comprehensive capabilities such as human handover, detailed analytics and insights, an AI email assistant, and email lead capture. This makes Zendesk AI a robust option for businesses looking for a more sophisticated AI customer support solution with a broader range of functionalities.
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Full breakdown: All available features and pricing
| Feature | Tawk | Zendesk AI | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $20 | $495 | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
Based on features | Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | Yes | Yes |
| AI Email Assistant | No | Yes | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | Zendesk AI pricing page | My AskAI pricing page |
| Content Limits | Based on features | TBC | Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | 1 | Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | Yes | No |
| Chatbot Flow Builder | Yes | Yes | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text |
Help Center | Websites Files (PDF, Docx, txt, CSV, pptx, mp3, mp4 (audio), xlsx) Google Drive Notion Confluence SharePoint Gitbook OneDrive Dropbox Zendesk Intercom Salesforce |
| Integrations (End Users) | Tawk marketplace / app store | Zendesk AI marketplace / app store | Website Zendesk (app) Intercom (app) HubSpot (app) Slack (app) Teams (app) Zapier Tidio LiveChat Crisp SalesIQ (Zoho) Tawk Freshchat WhatsApp (via Intercom/Zendesk) Instagram (via Intercom/Zendesk) Messenger (via Intercom/Zendesk) X/Twitter (via Intercom/Zendesk) |
| GDPR Compliant | Yes | Yes | Yes |
| SOC-2 Compliant | No | Yes | No |
| Support | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits |
Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot |
GPT-4o | Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Introduction
This analysis compares the AI customer support features of three platforms: Tawk, Zendesk AI, and My AskAI. The focus is on understanding how each platform's AI capabilities aid in deflecting support tickets, their pricing, and other key features.
AI Customer Support Features
All three platforms, Tawk, Zendesk AI, and My AskAI, offer AI customer support features. These features are designed to automate responses and reduce the load on human support agents.
AI Features for Support Agents
Zendesk AI and My AskAI provide AI features specifically tailored for support agents, enhancing their efficiency. Tawk, however, does not offer AI features for support agents, focusing solely on customer-facing AI support.
Pricing
Tawk charges $20 per 1,000 tickets/chats, making it the most affordable option. Zendesk AI is priced at $495 for the same volume, significantly higher compared to Tawk and My AskAI. My AskAI is priced at $99 per 1,000 tickets/chats, positioning itself as a middle-ground option in terms of cost.
Usage Tiers
Tawk offers three usage tiers: Hobby, Growth, and Enterprise, with varying message limits. Zendesk AI's pricing is based on features rather than usage tiers. My AskAI provides three tiers: Essentials, Pro, and Enterprise, with clear limits on conversations per month and additional charges for exceeding those limits.
Human Handover
All three platforms facilitate human handover, ensuring that complex queries can be escalated to human agents when necessary.
Conversation Analytics/Insights
Conversation analytics and insights are available across Tawk, Zendesk AI, and My AskAI, allowing businesses to monitor and improve their customer support interactions.
AI Email Assistant
Zendesk AI and My AskAI offer AI email assistants, a feature not available with Tawk. This capability helps automate email responses, further reducing the support burden on human agents.
Email Lead Capture
All three platforms support email lead capture, helping businesses gather potential customer information efficiently.
Content Limits
Tawk and Zendesk AI have content limits based on their features, whereas My AskAI offers unlimited webpages and documents across all tiers, with automatic updates.
Number of Chatbots/Agents
Tawk does not specify the number of chatbots/agents. Zendesk AI provides one chatbot/agent. My AskAI offers one chatbot with two modes (public and private) in the Essentials and Pro tiers, and unlimited chatbots/agents in the Enterprise tier.
Hosted Help Centre
Both Tawk and Zendesk AI offer a hosted help center, while My AskAI does not provide this feature.
Chatbot Flow Builder
Tawk and Zendesk AI include a chatbot flow builder, enabling businesses to create custom chatbot interactions. My AskAI does not offer a flow builder.
Integrations (Content/Knowledge)
Tawk integrates with your website, shortcuts, documents, knowledge base, and plain text. Zendesk AI integrates with its Help Center. My AskAI offers extensive integrations, including websites, various file types, and multiple platforms like Google Drive, Notion, Confluence, SharePoint, and more.
Integrations (End Users)
Tawk and Zendesk AI have their respective marketplaces for app integrations. My AskAI supports a wide range of end-user integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, Teams, and others.
Compliance
All three platforms are GDPR compliant. Zendesk AI is also SOC-2 compliant, a certification not held by Tawk or My AskAI.
Support
Support varies across the platforms. Tawk offers different levels of support based on the tier. Zendesk AI's support details are not provided. My AskAI offers web and email support in the Essentials tier, priority support in the Pro tier, and additional support options like Slack and a success manager in the Enterprise tier.
AI Models Available
Tawk uses the Apollo AI Bot across all tiers. Zendesk AI utilizes the GPT-4o model. My AskAI provides flexibility with GPT-4o in the Essentials and Pro tiers and offers additional models like Claude and Gemini in the Enterprise tier.
API Access
All three platforms offer API access, allowing businesses to integrate their AI support features with other systems and applications.
Conclusion
Each platform has its strengths and caters to different business needs. Tawk is the most cost-effective, Zendesk AI offers comprehensive features at a higher price, and My AskAI strikes a balance with competitive pricing and extensive integrations.
Compare Tawk with other AI support agents
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Zinc
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“You're beating Zendesk's AI Agent 76% to 23% on AI deflection. Huge.”
Traveljoy
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io ($50M+ ARR)
“The difference was immediate. Customers get instant answers and our team can dedicate more time to solving complex problems"
Swytch Bike
